- 學位論文
作業時間之績效評估的研究
A Study of the Performance Assessing for the Operation Time
摘要
在作業服務的過程中，在顧客所需求的作業項目都一一完成的前題下，顧客通常都希望作業時間（如：等待時間、服務作業時間、反應時間、生產產品時間等）能夠愈短愈好。此時，作業時間就是具有望小型的品質特性。製程能力指標原本是用來衡量製程產出產品之變異情形，如：手機訊號強度、商品的抗壓程度、拉抗程度、耐高溫程度以及商品的壽命等。近年來，製程能力指標也被應用於服務品質績效的衡量，如：運用製程能力指標來評估企業的壽命績效。然而，過去有關製程能力指標的文獻大都探討望大型的品質特性，對於望小型品質特性的應用則較不多見。近年來，學者Chen et al.(2005)在健康檢查的時間服從指數分配的情況下，利用製程能力指標用來衡量望小型的品質特性─健康檢查時間的績效。其實，作業時間並不一定服從指數分配，且指數分配僅是Weibull分配的特例之ㄧ，所以本文考慮涵蓋較廣的Weibull分配來衡量時間之績效會比較有實用價值，本研究也利用Montgomery(2004)所提出的望小型製程能力指標來建立作業時間之績效指標，並透過最大概似估計法提出此作業時間績效指標的檢定程序，作為作業時間的績效評估。最後，根據一個實例來說明此檢定程序如何進行作業時間的績效評估。進一步透過檢定程序，企業機構可以了解所提供企業的作業時間是否達到顧客所要求的目標水準，並藉此檢定程序來提升服務品質，以更能符合顧客的需求。
並列摘要
During the process of services, on the premise that the operation items chosen by customers were completed item by item, customers always hope the operation time (for example, waiting time, activity time, reaction time etc.) could be shorter. At this time, operation time has a smaller-the-better type quality characteristic. Process Capability indices (PCIs) whose purpose is to assess the variations of the productions. (for example, strength of mobile signals, degrees of good’s resist compression, tensile strength, heat-resistance degree, and goods’ lifetime etc.). In recent years, PCIs also have used to assess the quality performance of services. (for example, the PCIs is used to assess the business lifetime performance). However, most of the literature about PCIs conferred the bigger-the-better type quality characteristic in the past, and the application of the smaller-the-better type quality characteristic is not easy to find. In recent years, Chen et al.(2005) used a PCIs to assess the smaller-the-better type quality characteristic-the health examination time performance, for the health examination time from an exponential distribution. But, service time is not sure to follow an exponential distribution. Moreover, exponential distribution is only a special case of the Weibull distribution, therefore, this research considered a Weibull distribution to assess the performance of operation time that would be more worth, and also use the performance index of the smaller-the-better type quality characteristic proposed by Montgomery(2004)and use maximum likelihood estimation (MLE) method to propose the testing procedures of this operation time performance index that would be a performance assessing of the operation quality. Finally, according to an example to state how to process the testing procedures of assessing the operation time performance. According to the testing procedures, enterprises would understand whether the operation time meet the target required by customers, and to improve the operation quality by this testing procedure could meet the customer needs more closely